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Employee requests become tracked cases, not an inbox nobody can see into
Employee questions and requests land in a shared inbox: a leave request, a name change, a benefits question, a complaint. Each one lives as an email until someone gets to it, and no one can see what is open, who owns it, or how long it has waited. We build them as tracked cases, routed and answered from your own policy, so a request has an owner, a status, and a record from the moment it arrives.
An inbox has no owner, no status, and no record
Employee requests arrive as email: change my address, how do I enroll a dependent, I need to take leave, something happened I have to report. They sit in a shared inbox, and whether one gets handled depends on whoever opens it. Two people answer the same request, or no one does. The one that needs a careful record is handled in a thread that later gets deleted.
No one can see the queue. How many requests are open, which have waited too long, and who is on each: an inbox tracks none of it.
Each request becomes a case, routed and answered from policy
We build each incoming request as a tracked case with an owner, a status, and a category, sitting on the same agent and record engine behind the rest of people operations. The routine questions the agent answers from your policy material, with the passage it used, so a case that only needed the handbook closes without a person. The rest route to whoever handles that category.
A case that touches an employee record, a leave request read against a balance, an update to a personnel file, reads and writes against the controlled record, so handling the request and recording it are one step instead of two.
The queue is visible and every case leaves a trail
The team sees the whole queue: what is open, what each case is, who owns it, and how long it has waited. Work moves by priority instead of by whoever happened to open the inbox.
A request that needs a careful record, a complaint or an accommodation, carries its own trail of who handled it and when, tied to a person and a time. Requests stop living in an inbox and start living as cases the team can see, route, and close, with the routine ones answered from policy before they reach a person.
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Get the requests out of the shared inbox
Tell us what lands in your people-ops inbox and how it gets handled today, and we scope it. Or email hello@mcintoshsystems.com.